Hohe Personalkosten für manuelle Verwaltung von Treueprogrammen

Definition

Australian bookshops advertise free and easy-to-join loyalty programs where customers can sign up in-store by asking staff or online via account login or order notes, and where staff can look up customers and explain balances or voucher status on request.[1][2][3][4] Some programs require customers to log into registered accounts online or use order notes to request voucher redemption, while staff must process these requests and ensure points are added for each order.[1][3] Additionally, some chains require manual steps to connect in-store loyalty cards with online accounts and fix errors, often via a dedicated 'Voucher/Loyalty Enquiry' contact form that staff must handle.[3] Each of these actions consumes staff time for enrolment, account lookup, points correction, and voucher handling at the till, plus back-office reconciliation and customer service. For a busy store processing hundreds of loyalty transactions weekly, 1–3 minutes of extra handling time per loyalty customer and additional back-office time to manage enquiries can easily sum to 400–1,200 hours annually. At an estimated blended labour cost of AUD 30–40 per hour, this translates to AUD 12,000–48,000 per year in avoidable operating expense per store. This is a logic-based estimate grounded in the visible manual processes described in Australian book retailer loyalty program documentation.[1][2][3][4]

Why This Matters

The Pitch: Retail books and printed news players in Australia 🇦🇺 waste 400–1,200 staff hours annually on low-value loyalty admin tasks. Automation of member enrolment, points accrual, balance visibility, and voucher application can recapture AUD 15,000–45,000 per store per year in labour costs.

Affected Stakeholders

Store Manager, Frontline Retail Staff, Customer Service Team, Loyalty Program Manager, Operations Manager

Related Business Risks